Operations Specialist

3 weeks ago

Sydney, Australia MongoDB Full time

Are you an expert at keeping the trains running on time and have a proven talent for building new tracks when necessary? Do you have a passion for people and processes? Come join the MongoDB Technical Services team and help it run smoothly, efficiently and predictably We are looking for an Operations Specialist who can help us drive excellence and efficiency in our delivery of a variety of technical support services to our worldwide customer base.

Our Operations Specialist will help the Technical Services leadership team (1) develop and enact new programs to better serve our customers and colleagues; (2) manage and arrange a global workforce to ensure 24/7 support availability for MongoDB customers; (3) executing our existing policies, processes, and systems smoothly and creating, updating, and maintaining efficient operations and processes; (4)automating for scale; and (4) proactively and reactively removing roadblocks. Your top focus will be enabling Technical Services to delight MongoDB customers and partners by promoting and exemplifying excellence in our delivery of post-sales services.

This role can be based out of our Sydney office. 

Responsibilities

Collaborate with the Technical Services leadership and staff to ensure integrated worldwide processes and customer experienceManage the operational details of the Technical Services programs which include: Organizing global on-call, out-of-office and other mission-critical schedulesCoordinating external and internal messaging about policies and programsDriving external and internal product lifecycle management processes and communications with new releases of MongoDB software Support the measurement and analysis of teamwide (400-person team) Key Performance Indicators (KPIs) and metrics Ensure policies and processes are well-documented, communicated and followedLeverage reporting and analytics to facilitate review of policy and process effectsAdvocate for and drive major initiatives that move the organization forward and help us scale Communicate with all levels in the company including senior managementService customers’ operational critical needs (e.g. access to systems)Collaborate with our legal team on maintaining our customer-facing Support Policies and Terms and ConditionsOccasional international travel is required (1-2 times per year, only as conditions safely permit)

Qualifications

Bachelor’s degree or equivalent work experience2-3 years of relevant operations management experienceUnderstands the objectives of an enterprise software services team and has a technical aptitude for solving operations issues with sophisticated, scalable, systems-based solutionsIs customer-service oriented; excellent written and oral communication skills, follow-through and problem-solving abilities coupled with a customer-centric perspective and approachFocuses on the data for answering questions; you like to “do the math”Attends to details and can anticipate next steps with minimal directionAble to break strategic initiatives down into tactical next steps and drive cross-functional execution on themAble to work in a fast-paced, rapidly growing environment against tight deadlines when requiredExceptional operational analysis and cross-group collaboration skillsExperience with tools such as task management software (Atlassian / Jira preferred) spreadsheets, support case management systems, customer relationship management systems (Salesforce preferred), reporting tools (Tableau preferred) and marketing communication systems (Eloqua and Mailchimp preferred)

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